Specialists in Critical National Infrastructure

The ANTENNA service has been developed for, and in conjunction with, central government. Our consultative approach focuses on your departmental strategies and communications objectives, we then create a technology roadmap to help you deliver these goals.

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Our ANTENNA consultants are not just technology experts.  Our highly experienced team of consultants have many decades of experience in helping central government departments achieve their organisational goals using transformative digital technologies.  The team bring expertise in communication and citizen experience design, analytical tools, flexible delivery models and risk averse commercial models. 

ANTENNA: trusted advisors you can count on to deliver the services needed to drive digital transformation across government. 

Consultative Approach

ANTENNA’s unique market-leading consultative approach allows us to get to the root cause of any problems or issues you or your department might be facing or wish to tackle. Our approach is based on three pillars – outcome-focused, data-driven, technology-enabled. ANTENNA’s Citizen Experience (CX) experts swiftly understand and analyse your problems better than anyone else - whether they are processes, technology, efficiency, productivity or people-based. We get under the skin of your department starting with a rapid diagnostic which assesses performance against FourNet’s best-in-class benchmarks, covering 30 separate elements from service levels and call abandonment rates, to planning, forecasting, efficiency, people, skills, and quality assurance. Within ten days, we’ll have a detailed data driven, outcome-focused transformation plan. Since we’re vendor diagnostic, we work with you to either build, buy, or partner with the best CX solutions to ensure you’re left with the digital and data transformation you planned. Because we use data to diagnose the root cause of your problems, ANTENNA stands firmly behind the promises we make. We can even quantify how much improvement our outcome-led solution will make – before we do it.

Citizen Experience

Our team of professional citizen experience (CX) practitioners have worked across the public and private sector helping to deliver real, tangible benefits to the organisations and clients they serve.
Together, they have spent decades working across all CX touchpoints and led and transformed some of the most high-profile private sector brands in the UK. Now they bring that experience to Whitehall delivering equally transformational improvements in line with the government’s Digital and Data Transformation Roadmap.
Whether it’s making public services more user friendly, efficient and effective, or improving the quality and accessibility of data to ensure better decisions can be made, or whether it’s using the most secure and efficient technology to help civil servants do their jobs better, improving services for taxpayers, our outcome led CX team will use data diagnostics to find the best solution.

Cybersecurity

ANTENNA’s cybersecurity methodology revolves around three key pillars of information security: people, process and technology.
Our engagement starts with an assessment, led by our experienced cybersecurity experts, to assist your department or agency in determining what technologies and security controls are operating effectively.
They’ll consider where the risks lie and which cybersecurity solutions will work best for your organisation.
Our teams utilise a variety of diagnostic tools and technologies through which they’ll assess your current capabilities and create a roadmap to ensure the highest security now and into the future.

Operational Efficiency

ANTENNA’s unique free-of-charge diagnostic consultancy approach enables us – and you - to better understand the root cause your problems, whatever they may be.
We help you design a new operating model to improve employee and citizen experience, at the same time making your processes more efficient and cost-effective for the taxpayer.
We get to the root cause by focusing on processes and technology that enable your teams to manage the most important citizen engagements better and shift other contacts into your digital channels.
Our outcome-led data diagnostics give you valuable insights into the root cause of issues, focusing on people, process and technology. Once we know the issues, we either build, partner with or buy the best CX solutions to solve them for you.

Network Infrastructure

ANTENNA’s Secure Network Infrastructure prioritises user experience and application performance and protects against cyber-security threats.
Employees can now work from anywhere, on any device, using applications that are distributed across data centres and many different types of cloud. This means your critical data now traverses many ‘network edges’ which introduces new ways that threats can access the IT estate. Traditional security solutions cannot keep up as they can only deal with a single network perimeter.
ANTENNA addresses all these challenges in one integrated, flexible solution. From infrastructure to applications, we secure all levels of your technology stack.
ANTENNA is also designated as Critical National Infrastructure and is hosted in new, energy efficient data centres with a focus on sustainability.

Business Discovery

Our innovative three-pronged consultative approach focuses on outcomes, data, and technology. ANTENNA’s expert teams use data diagnosis to lift the bonnet and find what’s working in your departmental engine and what’s not. Then our rapid scan best-in-class benchmarking diagnosis delivers a detailed data driven, outcome-focused transformation plan. Our team will spend up to three days on-site, sitting with employees, agents and teams, observing what they do and the processes they follow. Being seasoned experts, they swiftly identify areas where improvements can be implemented quickly. During the engagement, there will be an element of call listening, shadowing, and interviewing team members. If required, they can also undertake quantitative analysis on 6- or 12-months’ worth of citizen contact data (call & CRM) to visualise the root cause of any issues and explore where less obvious efficiencies can be made. Since we’re vendor diagnostic, we then work with you to either build, buy, or partner with the best CX solutions to ensure you’re left with the digital and data transformation you planned.

Get in touch

Kickoff

1 Hour Conf. Call
The initial kick-off virtual meeting is to map and agree all stakeholders and agree timescales and logistics.

Discovery

Onsite 1-3 days
Normally conducted on-site, the discovery phase is currently being conducted remotely. During this phase ANTENNA listens to key stakeholders: conducting executive interviews and user observation. The aim is to gain an understanding of the current technology roadmap, observe core business processes and understand key departmental initiatives, challenges, issues and objectives. We seek to understand the employee and citizen journey and analyse current KPIs.

Analysis

Remote 2 weeks elapsed
Representatives from each area of ANTENNA’s consulting practice will compile and their review findings to identify areas of improvement and document the top opportunities. Based on an evaluation of KPIs against industry benchmarks, they will propose an initial prioritisation based on the value criteria identified during the discovery phase. Technology roadmap dependencies will also be identified.

Roadmap

Remote 2 weeks elapsed
At the roadmap stage ANTENNA will review their findings, recommendations, high level business benefits and the proposed deliverables with the core customer team members. This review will enable the combined team to finalise the opportunity prioritisation with quantified high-level business benefits. This will be used to create an implementation plan overview.

Executive Review

2 Hours Conf. Call
The Executive Review is a two-hour virtual presentation to the customers executive stakeholders to review of key findings, recommendations, roadmap, & high level business benefits. The commercial proposal of how ANTENNA can help deliver your departmental or agency goals is reviewed. From here next steps can be discussed with a detailed, costed proposal with quantified ROI benchmarks.

Service delivery

This begins with detailed data diagnosis to find the right solution. At ANTENNA, we follow a five-step data diagnostic process that allows us to map your citizen journeys and identify possible pain points. Getting to the root cause is essential to delivering an effective long-term solution and we use data to achieve this. Our rapid scan best practice benchmarking diagnosis, covering 30 separate elements from service levels and call abandonment rates, to planning, forecasting, efficiency, people, skills, and quality assurance. Within ten days, we’ll have a detailed data driven, outcome-focused transformation plan. Our data allows us to identify potential issues which form the basis of initial focus of our on-site observations. Combining the two activities allows us to identify, quantify and validate the true root cause of issues which could be people, process or technology.

Engage

Agile development process to determine solution requirements:

  • Functional
  • Security
  • Performance
  • Technical
  • Support
  • Establish a set of use cases that form acceptance tests.
  • Create storyboards and wireframes and/or proof of concept.
  • Agree high level design.

Develop

  • Establish milestones and project plan.
  • Iterative development process with regular reviews.
  • Parallel workstreams to reduce delivery times.
  • Unit testing of individual components.
  • Established engineering practices.

Validate

  • Ensure solution is robust and maintainable.
  • System Integration Tests to prove component interactions.
  • Execute failover / recovery scenarios with alarm processes.
  • Support customer acceptance testing.

Deploy

  • Deployment to production environment.
  • Migration from existing solutions.
  • Training and documentation for relevant stakeholders.
  • Continuous support throughout go-live.

Maintain

  • Handover to service desk for ongoing support to monitor and maintain the solution with a single change request process for incremental developments.
  • Continuous review and improvement process to ensure solution continues to deliver on business goals.

Adoption

Any ANTENNA engagement starts with a Proof of Concept (PoC) or Proof of Value (PoV), which is heavily tied to KPIs, so we are able to map value back. Once we move from PoC or PoV to rollout, we continuously monitor service using our Mission Control data centre, enabling us to spot additional areas for improvement. The PoV is delivered hand in hand with any training required to utilise or manage the service. Training can be delivered in person, via first time user walkthrough, or delivered with a training partner. ANTENNA continually monitors and improves service levels and supports your team as part of our fully managed service.

Kick Off

  • Identify Stakeholders, confirm Agenda and Logistics

Map Capability

  • Map the current installed capability and pending deployment.
  • Identify key components to analyse
  • Select analysis lenses

Investment Optimization Assessment

  • Deployment and technology adoption against expected business outcomes
  • Consultant guided assessment questionaire
  • Complete adoption matrix .xls

Analysis

  • Gap analysis & recommendations
  • Site summary, scoring drivers
  • Business Benefits
  • Best Practices

Executive Review

  • Execute review of key findings, recommendations, business benefits and best practices
  • Deliverable - Exec summary Presentation
  • Next Step, Client selects recommendations for services proposal
  • Review commercial proposal
    • Plan next engagement

Proactive monitoring
& rapid response

Using our Mission Control data centre, our CX teams also perpetually fine-tune and monitor the solutions and services we’ve delivered to optimise and maximise your improved outcomes.

Customer portal

The ANTENNA Customer Portal uses multi-factor authentication to grant role-based permissions for standard users and administrators. Users can log tickets online rather than picking up the phone; from resetting PINs and changing diverts through to call centre configuration. Customers have the choice of a fully managed service with all changes handled by the ANTENNA service desk or via their own internal helpdesk.

The portal also hosts a knowledge bank of FAQs, training materials and quick reference how-to guides to empower simple, self-service where required.

Management Information (MI) & reporting

We tailor any requirements based on ‘business’ need, by focusing on organisational strategy, and the needs of any other departments within the estate.

ANTENNA’s MIaaS (MI as a Service) offering means we establish detailed requirements and overall needs at the beginning of the process.

We are then able to either create access to knowledge, training people how to deliver MI, or alternatively provide it as a service.

Responsible Business

Environmental, Social & Governance (ESG) issues are of prime importance at FourNet, where we consider the environmental impact of all our business decisions.

We are committed to reducing our carbon footprint year on year, have invested in a Gold Standard carbon offsetting programme, and are working towards net-zero by 2050 in line with government targets.

FourNet has been awarded ISO14001 (Environmental Management) certification and takes a strongly pro-active approach to ESG, training our people and working with local communities, which enhances our operations and creates value for all our stakeholders.

Continuous Improvement

The team bring expertise in citizen experience service design, data-driven analytics, flexible delivery models and risk averse commercial models.

Get in touch with
ANTENNA today

Please get in touch now to book your
free Business Discovery consultancy.